---
title: "Facebook errors, limits and FAQs"
slug: "facebook-errors-limits-faq"
description: "Learn about common Facebook integration errors you can get and how to fix them."
updated: 2026-05-05T14:11:17Z
published: 2026-05-05T14:11:17Z
canonical: "support.kommo.com/facebook-errors-limits-faq"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.kommo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Facebook errors, limits and FAQs

> [!NOTE]
> **What you’ll need:**
> 
> - Any Kommo plan (Base, Advanced, Enterprise, or 14-day trial).
> - A connected Facebook integration in Kommo.
> 
> **Keep in mind:**
> 
> - Only verified Facebook Business pages can be connected; personal pages are not supported, and you must have admin rights to the page.
> - Each Kommo account can only connect to one Facebook account. If you have multiple pipelines, you can link a different Facebook Business Page to each one, but the same page cannot be connected to multiple pipelines.
> - You can only message customers within 24 hours of their last interaction. If more than 24 hours have passed, you must use a Meta-approved tag.
> - If a client hasn’t messaged you for over 7 days, you won’t be able to reply to them at all.
> - Facebook restricts promotional messages after the 24-hour window. Only certain types of messages can be sent, depending on Meta’s approved policies.

## FAQs

### Possible problems and solutions

Here are some tips on how to deal with common problems:

#### 

---

### 

#### **Cannot connect your Facebook account and/or business page?**

- You must be an admin of the page.
- Your Facebook email must be verified and set as Primary.

#### **How to add and verify a Facebook email?**

1. Click the **dropdown menu** in Facebook (top right).
2. Go to **Settings & Privacy** > **Settings** > **General**.
3. If only a **phone number** is listed, add an **email** and verify it.

#### **Can’t send out Stripe payment links?**

Make sure the link’s domain is whitelisted under **Messenger Platform → Whitelisted Domains** in Facebook settings.

#### **Can’t connect to more than one Facebook account?**

Each Kommo account can connect to only one Facebook account and its business pages.

#### **Can’t send more than one file in the chat?**

Facebook allows only one file per chat message.

#### Limits on Facebook messages and comments

Facebook has messaging restrictions to prevent spam. Here’s what you need to know:

- **Extended messaging with tags:** If the 24-hour window has closed, you can only continue the conversation using special message tags. The ‘**human_agent**’ tag extends the messaging window to 7 days, but after that, you won’t be able to message the client unless they contact you again.
- **Tag usage restrictions:** Tags can only be used for specific reasons, such as following up on a customer request. Using them incorrectly, like for promotions, may lead to restrictions on your account.

Read the Meta article to learn more about the Facebook messaging policy [here](https://developers.facebook.com/docs/messenger-platform/policy/policy-overview/).

- If you use Stripe to send payment links via Messenger, add Stripe’s domain to your Facebook Page settings under Messenger Platform > Whitelisted Domains.

## Troubleshooting form ads

- Can’t find your form in Kommo? Make sure the campaign is active and using the correct Facebook Business Page. You can check your forms [here](https://business.facebook.com/latest/instant_forms/forms/?asset_id=448757954991222&business_id=1186198105784058&ir_qe_exposed=1).
- Leads not syncing? Check whether your form fields are correctly matched to Kommo fields. To review your form connection, see [our article](/v1/docs/facebook-messenger-integration). If needed, also reauthorize the Facebook integration.

## Related

- [Facebook overview](/facebook-overview.md)
- [Customize Facebook messaging](/customize-facebook-messaging.md)
- [Connect Facebook to Kommo](/facebook-messenger-integration.md)
- [Connect Facebook Forms Ads to Kommo](/facebook-form-ads.md)
- [Answer Facebook messages and comments](/facebook-messenger-comments.md)
- [Connect Facebook Ads to Kommo](/facebook-ads.md)